Customer Care Specialist

Acorn Group; Liverpool; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Career development

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Group is hiring a Customer Care Specialist in Liverpool City Centre with a hybrid working setup. You will support customers facing financial difficulties, aiming for positive outcomes and one-call resolution.

The role emphasizes clear communication, empathy, and timely handling of inquiries by phone, email or letter. You will help recover debts while maintaining customer trust, collaborating with other teams and keeping detailed records.

Qualifications

• Experience delivering good customer outcomes and handling vulnerable customers by phone/email
• Ability to manage tasks, prioritise workload and solve problems independently
• Experience in a Credit Control or finance support role is beneficial
• Strong communication skills, both verbal and written, with external parties

Responsibilities

• Support customers experiencing financial difficulties to achieve positive outcomes
• Deliver high-quality customer service aiming for one-call resolution
• Assist customers with debts and payment plans while balancing business needs
• Respond to queries via phone, email, or letter and ensure complete information is captured
• Investigate cases and perform root cause analysis to improve processes
• Collaborate with other departments to achieve successful outcomes
• Maintain accurate records of client communications and payment activity
• Handle other duties as required

Skills

Customer service

Communication

Empathy

Organisational skills

Problem solving

Credit control

Telephone & email handling

Excel

Tools

Microsoft Excel

Job description

Looking for a new challenge? Do you have a passion for delivering exceptional service and good outcomes for customers? Are you compassionate, empathetic and an outstanding communicator?

We are looking for the very best people with the skills and experience required to help us meet our goals.

Do you have a hunger for taking your career to the next level?

If so, we have several roles available and one of those could be yours!

Role: Customer Care Specialist

Location: Liverpool City Centre on a Hybrid working basis

Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week

Salary: Up to £28,459 plus the potential to earn a performance based bonus

What you will be doing:

• Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs
• Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
• Assisting customers/businesses with debts owed – ensuring these are recovered meeting both the customer and business needs.
• Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated.
• Investigating cases where necessary and root cause analysis to improve processes going forward.
• Collaboration with other departments for successful business and customer outcomes
• Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
• Maintaining accurate records of any correspondence received from the client regarding payment or payment plans.
• Other duties where applicable

What We’re Looking For

• Credit Control department experience within the Insurance Industry (preferred but not essential)
• Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone.
• Taking ownership – ensuring all tasks/duties are completed in full.
• Good organisational skills and ability to prioritise own workload effectively.
• Pro‑active thinker, able to solve problems independently as they arise.
• Ability to investigate cases and implement corrective actions as required.
• Computer literate with strong Microsoft Excel skills
• Ability to communicate well at all levels both verbally and in writing.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

Benefits:

• A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
• 24/7 mental health support & free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working optionsto support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to our colleague’s:

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer – championing mental health and wellbeing
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• Menopause Friendly accredited – supporting every stage of life
• Armed Forces Covenant signatory – honouring those who serve
• Armed Forces Defence employer recognition scheme - Supporting those who serve
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• Best Place to Work for Development – proud to be investing in people’s future
• Best Place to Work for Women – breaking down barriers to women's career progression

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remainingon their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.